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Project: IT Service, Work and Knowledge Management Cloud Migration

Project: IT Service, Work and Knowledge Management Cloud Migration

Objective

To modernize our campus operations, we are migrating our Service and Knowledge Management systems — Confluence, our internal documentation hub, and Jira, our ticketing system — to an upgraded Atlassian Cloud ecosystem for better efficiency and to expand access.

This migration will deliver a high-performance service, work, and knowledge management platform that simplifies how we serve the campus community and manage work and projects across the entire organization.

By establishing a clear governance framework and leveraging AI-driven insights, we are empowering departments across campus to use this shared platform to:

  • Enhance how we coordinate and deliver on projects

  • Simplify how we capture and share internal knowledge

  • And gain clear insights into institutional impact

Project Overview

App State is migrating our Atlassian applications from Data Center to Cloud to leverage new features and enhanced performance. This move ensures we benefit from modern security and collaboration tools before the Atlassian Data Center products are retired.

Project Details

  • Migration led by Information Technology Services (ITS).

  • Includes all active Confluence spaces (such as our Appalachian Technology Knowledge Base), Jira, and Bitbucket.

  • Completion is expected in Summer 2026

Know Before Migration

Confluence

  • New Confluence link and user interface changes:

    COnfluence interface changes.

     

     

Jira

  • User Interface Changes:
    The Appalachian Technology Service Desk Portal

    ATSD Portal

     


    Navigate to the Help Center to search the Appalachian State Knowledge Base and access other service desk portals.

    Search the knowledge base and find other service desk portals.

Status

Active

FAQ

Benefits of migration from our current instances on Data Center to Cloud include

  • Data Center end-of-life and support.

  • AI capabilities

  • A modernized interface and enhanced user experience.

  • Enhanced security and simplified management.

  • Improved performance, analytics, and mobile responsiveness.

  • More features and enhanced integration with other tools.

  • Enhanced collaboration capabilities.

Retention

  • Follow the UNC Retention schedule when reviewing your content.

  • Review and update outdated content.

  • Replace or remove anything no longer needed (including unused and unpublished pages).

  • Review content for Accessibility remediation (adding alt text, closed captioning, and heading structure to documentation).

Archiving

If you have a space that must be maintained (that is no longer active), contact Eric Hartway. Learn more about archiving content in Confluence. 

Images and attachments like PDFs, as well as embedded content like Google Drive files, will migrate. 

However, some macros may not transfer as expected and may need to be updated or replaced with their Cloud versions. Embedded links that point to Confluence Data Center pages should be reviewed and inventoried, as they may also break and require replacement.

  • We are developing self-paced training and documentation. We will also offer virtual consultations for onboarding and continuous learning.

  • We will provide synchronous training to teams using Jira.